Very disappointed in the services received when we were most in need of assistance.

Very disappointed in the services received when we were most in need of assistance. On the 30th of April 2024 Matrix contacted me that they received a jamming alert on our bakkie while on the phone with them I informed them that our bakkie has been ****** and to please track and recover, this was after 5pm. Every time that I contacted the recovery department to get updates on the process there were different issues like the recover device was not activated (which was not true as the technician done the activation on the 22nd of April and this was confirmed that both devices was working as per the app and sms's received from Matrix), then the story change to: I do not have the recovery on my policy and would will have to get my own team to recover the bakkie as they can only give me the last tracking address, after all this I went back to my statements and in deed I was paying a recovery fee, I contacted the recovery department explaining to them that I am paying for recovery the consultant just rep**** and said sorry this is not on our system please get this sorted with customer care LIKE WHAT THE HELL this is out of office hours and the next day was a public holiday. I threaten the consultant that I will be taking this matter further as I am not receiving the services that I am paying for +- 20 minutes after this call Matrix contacted me, they have recovered our bakkie, and ooo my what damages was done to our bakkie because this is hours after they were informed that our bakkie was ******. In my heart I do believe if they provided me with the services that I am paying for the damage on our bakkie would not have been this bad!!! This is unacceptable, we rely on these companies to do their best and provide us with the services which we are paying for. And if Matrix feels like that, they done what I am paying for, please explain to me what this transaction on my statement means: 2024/04/25 FD21YWGP ***9 MAY RECOVERY SERVICE 43.48 6.52 50.00 PLEASE DO NOT SEND ME AN APOLOGY LETTER, NO APOLOGY WILL CHANGE THE DAMAGE DONE!!!